A:
All commercial accounts must be secured with a deposit before starting service. Only existing residential customers starting new service with poor payment history will be required to pay a deposit in order to establish service. The one exception to the deposit rule is if a resident does not wish to provide their SSN they will be required to pay a deposit in order to establish service.

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Customers whose water service is provided by the City of Surprise can call to establish service and generally can expect service to be available the next day. Residents whose water service is provided by EPCOR water or any other water provider will be subject to their rules and requirement for starting service.

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Following a year’s worth of continued issues by the city’s contracted billing services provider American Water, City Council voted Tuesday, March 1, 2016, to assume responsibility of utility billing in order to increase customer service.

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Yes. Once you have created an online account you may set yourself up to begin paying your bill automatically. Online accounts should be set up after you receive your first city of Surprise billing statement with your new account number. Go online to surpriseaz.gov/waterbill and select the 'Pay Your Utility Bill' button. You will be directed to the Paymentus site where you can create a new account and manage automatic payment options.

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Once you receive your first statement from Surprise in November, go online to surpriseaz.gov/waterbill and select Pay My Utility Bill Online; you will be directed to the City’s payment system. Select Don’t have an account Register Now to begin setting up your online account.

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Yes. When the new billing system launches on November 1, you can opt-in to only receive electronic statements via email. You will no longer receive a paper statement by mail once you choose to receive electronic statements.